RNLI LPO Induction Booklet 201119

LPO INDUCTION

Workbook

Think of this
as your guide to a

fabulous career!

Sweat more
in training...
bleed less
in battle!

Name of the LPO:
Date of Joining:
Code:
Branch:
Contact Number:
Address:

Introduction 1DAY

• Write down the five biggest reasons why you have joined Face to Face
as an LPO.

1.

2.

3.

4.

5.

• Write five achievements of your life which give you confidence and
satisfaction.

1.

2.

3.

4.

5.

1

Introduction 1DAY

The Pig Test

• Summarize your learnings from this activity.

2

Introduction 1DAY

• Write 5 important points about RNLIC and Nippon Life.

1.
2.
3.
4.
5.

• Were you happy to learn the LPO cadre and remuneration structure?
What are the things you liked the most?

1.

2.

3.

4.

5.

3

Grooming 2DAY

• Define grooming? Why do you think an LPO should be dressed up
professionally well during her job?

• How should one Dress before going on calls? What are personal
grooming habits? Please explain.

4

Presentations 3DAY

• What do you mean by body language? How should an LPO maintain
graceful body language in front of customers?

• What points should an LPO keep in mind while making presentations?

5

Life Insurance 1 4DAY

• What is Life Insurance? How it is different from other modes of savings?

1.

2.

3.

• Please share the impact of an incident from your neighborhood, in which
the earning member met with accidental death without any provision of
Life Insurance. What severe challenges has the family faced?

6

Life Insurance 2 4DAY

• What are the legal principles of Life Insurance?

• What are the important components of a Premium? Please explain.

• What is the difference between Nominations and Assignments?

1.
2.
3.
4.

7

Life Insurance 3 5DAY

• Who is an Underwriter? What are his/her job responsibilities?

• Describe the types of Life Insurance payments.
• What are the determinants of Health?
• Why is right selling so important? What is the impact of mis-selling?

8

Test 1 Tick the Correct Response(s) 5DAY

1. Nippon Life Insurance (NISSAY) was A. Trainings B. Teachings
established in the year: C. Presentations D. Loudspeakers

A. 1887 B. 1889 7. ……… is an effective formula for
C. 1892 D. 1895 making presentations.

2. Face to Face started its operations A. 4C B. 4P
in the year: C. 4D D. 4K

A. 2010 B. 2012
C. 2014 D. 2016

3. The CEO of RNLIC is: 8. Body language: shoulder and
head positioning during customer
meeting should not be (chose the
odd one):

A. Ashish Vohra B. Malay Ghosh A. Confident and positive B. Head up
C. Sam Ghosh D. Prerak Parmar C. Full of energy D. Frowning

4. Claim Settlement Ratio of RNLIC in 9. During presentations, some
March 2019 was: common gestures should be
avoided:
A. 95% B. 99%
C. 97% D. 100% A. The scratcher
B. The over groomed person
5. Face to Face has won: C. The handcuff syndrome
D. Fumbling
A. ABP News - CSR Leadership Award 2017
B. Aaj Tak - CSR Leadership Award 2017 10. Standing posture should always
C. Zee News - CSR Leadership Award 2017 be:
D. Republic News - CSR Leadership Award 2017
A. Open
6. ……are an effective way to B. Sincere
communicate to large numbers of C. Conciliatory
people at the same time. D. Tense

9

Products 6DAY

• What are Traditional policies?

• Describe Term policies. Draw and explain.
• What are Endowment policies? Draw and explain.
• What are Money Back polices? Draw and explain.

10

Annuities/Bonuses 7DAY

• What are Annuities? Write down the types of annuities.

• What are Whole Life policies? Please explain.
• What is a Bonus? What are the types of bonuses?
• What are Participating and Non-participating plans?

11

ULIPs 8DAY

• What do you understand by Unit Linked Insurance Policies?

• What is the main advantage of ULIPs over Traditional policies?
• What is NAV? How it is calculated? (Write the formula)
• What types of funds are there in ULIPs? Explain basis risk and returns.

12

SALES PROCESS

6. 1.
POST SALES SUSPECTING/
PROSPECTING
SERVICE

5. SPANOCP 2.
CALL APPROACH/
CLOSURE APPOINTMENT

4. 3.
OBJECTION NEED
HANDLING ANALYSIS

13

Sales Process 9DAY

• What are the important steps of the Sales Process? Please explain all the
steps.

• In sales, the number of customer calls matter. How? Please elaborate.

14

PROSPECTING WHEEL

Who Who do I
do I know know because
from my of what
old job? I buy?

Who do Who do
I know from I know
because I
my days have children?
of education?

Who do Who do
I know as my
I know because
spouse’s
I own my Who do contacts?
I know from
home? Who do my social
commitments?
I know from
my present
and former
neighbourhood?

15

Prospecting 9DAY

Write the names and contact numbers of Friends who: 16

1. Have started a new job or
business/got a promotion recently:

2. Have bought a new house/car
recently:

3. Frequently visit restaurants/malls, or
go out with you on weekends:

4. Went on a foreign trip recently:

5. Got married or were blessed with a
child recently:

6. Talk to you about investment or
insurance:

7. Are influential individuals or part of
a big social/business network:

8. Would definitely be invited to your
birthday party:

9. Own a small retail shop/travel
agency/manufacturing unit:

10. Have met or spoken to you in the
last one month:

Prospecting 9DAY

Write the names and contact numbers of Neighbours who:

1. Own a small business in their
locality – a retail shop/travel
agency/manufacturing unit:

2. Have bought a new house/car
recently:

3. Got married or were blessed with a
child recently:

4. Have children:

5. Are influential individuals
(secretary/committee members) or
have big social/business networks:

6. Have started a new job or
business/got a promotion recently:

7. Travel to foreign destinations
frequently:

8. Have recently shifted to your
neighbourhood:

17

Prospecting 9DAY

Write the names and contact numbers of Relatives who: 18

1. Live in the same city as you (parents,
siblings, uncles or cousins):

2. Have started a new job or
business/got a promotion recently:

3. Have purchased a new house/car
recently:

4. Frequently visit restaurants/malls, or
go out with you on weekends:

5. Went on a foreign trip recently:

6. Got married or were blessed with a
child recently:

7. Talk to you about investment or
insurance:

8. Are influential individuals or part of
a big social/business network:

9. Would definitely be invited to your
birthday party:

10. Own a small retail shop/travel
agency/manufacturing unit:

11. Have met or spoken to you in the
last one month:

Prospecting 9DAY

Write the name and contact number of the following Professionals who
you know:

1. Doctors (Family Doctor, Dentist,
Surgeon), Chemists, etc:

2. Lawyers:

3. Chartered Accountants or Tax
Consultants:

4. School/College/Tuition Professors:

5. Stockbrokers/Mutual Fund Advisors:

6. Property/Real Estate Brokers:

7. Post Office Agents:

8. Cable TV Operators:

9. Self Employed Individuals who have
more than 10 employees:

19

Prospecting DAY10

My Neighbourhood - your area of very high trust. 20

1. TV Mechanic
2. Cable TV Operator
3. Vehicle Mechanic
4. Tax Consultant
5. Post Office Agent
6. Laundry Owner
7. Newspaper Vendor
8. Vegetable Vendor
9. Provision Store Owner
10. Petrol Pump Owner
11. Milkman
12. Baker
13. Fruit Vendor
14. Library Owner
15. Autorickshaw Driver
16. Taxi Driver
17. Regular Place of Worship
18. Morning Walk Friends
19. Gym Friends
20. Photocopying Centre
21. STD Booth
22. Restaurants
23. Ganesh/Pooja/Navratri Committees
24. People in my Housing Society
25. People in my lane
26. Others living nearby

Prospecting DAY10

Trade/Industry Associations 21

1. Timber Merchants Association
2. Steel Merchants Association
3. Small Scale Industries Association
4. Chemical Manufacturers

Association
5. Automotive Components

Manufacturers Association
6. Textile Manufacturers Association
7. Mandi Associations

Retirees

1. Retired Armed Forces/Police Forces
Associations

2. Persons who have retired/taken VRS
from Banks

3. Persons who have taken VRS
recently

4. Armed Forces Welfare Association
5. Army/Navy/Air Force Wives

Associations

Prospecting DAY10

Professional Associations 22

1. Bankers Associations
2. Stock Brokers Association/Stock

Exchanges
3. Mutual Funds Association
4. Vegetable Vendors Association
5. Taxi Drivers Association
6. Industrial Area Associations
7. Commercial Building Associations
8. Local ICAI Chapter
9. Local ICSI Chapter
10. Local ICWAI Chapter
11. Local ICFAI Chapter
12. Local IIE Chapter
13. Other Trade Associations

My Business Contacts

1. Contacts from my first job
2. Contacts from my second job
3. My past customers (other than life

insurance)
4. My past customers (life insurance)

Prospecting DAY10

Government Bodies 23

1. Municipality
2. Police
3. State Government
4. RTO
5. Ration Card Office
6. Civil/Real Estate
7. Builders
8. Contractors
9. Housing Colonies
10. Real Estate Agents/Brokers
11. Brick Manufacturers
12. Civil Engineers’ Association
13. Public Works
14. Sand/Gravel Contractors
15. Electrical Contractors
16. Plumbers
17. Masons
18. Vaastu/Astrology/Gems/Palmistry/

Feng Shui/Numerology
19. Agriculture
20. Forest
21. Administration

Test 2 Tick the Correct Response(s) DAY10

1. The first Life Insurance Company in A. Proximate Cause B. Primary Cause
India was – C. Secondary Cause D. Tertiary Cause

A. Oriental Life Insurance Company 6. During calling:
B. Triton Insurance Co. Ltd.
C. Bombay Mutual Assurance Society Ltd. A. Keep your list of names & numbers ready
D. National Insurance Company Ltd. B. Keep a pen & appointment diary ready
C. Address prospect by name
2. Nationalisation of Life Insurance D. Be a good listener
Industry happened in the year:

A. 1947 B. 1950 7. For effective communication:
C. 1956 D. 2016
A. Talk a Little Louder B. Talk a Little Clearer
C. Talk a Little Faster D. Walk a Little Faster

3. What refers to protection against 8. While talking:
an event that might happen and
provides cover against a risk? A. Be Brief & Urgent
C. Be Prepared
A. Assurance B. Insurance B. Be Energetic
C. Risk Cover D. Protect Plus D. Be Optimistic

4. ………….. by mutual agreement 9. Effective listening skill is:
of the insured and the insurer, can
act as a mediator and counsellor A. Pay Attention
within the terms of reference. B. Take Notes
C. Understand Customer’s Concern
A. The Court B. The Ombudsman D. Shout Over Phone
C. Consumer Court D. Central Government
10. Why is an Appointment important?
5. Active and efficient cause that
sets in motion a chain of events A. It Saves Time
which brings about a result, without B. Adds Prestige
the intervention of any force started C. It Increases Confidence
and working actively from a new D. It Increases the Chances of Making a Sale
and independent source, is called,
24

Prospecting DAY 11

Small Business 25

1. Gold Merchants
2. Marriage Bureaus
3. Cyber Cafes, Call Centres
4. Marketing Agencies
5. Packers and Movers
6. Barbers
7. Vehicle Mechanics/Dealers
8. Departmental Stores
9. Watch Makers
10. Dial Phone Services
11. Tailors
12. Cycle Shop Owners
13. Super Markets
14. Footwear
15. Provisions & Groceries
16. Textiles/Garments
17. Cosmetics/Hosiery
18. Wholesale Houses
19. Electronics
20. Interior Designers
21. Furniture/Hardware
22. Computers and Accessories
23. Hotels/Restaurants
24. Bakeries/Confectionaries
25. Books/Cards/Newspapers
26. Stationery Dealers
27. Car Showrooms/Garages/Service

Centres.
28. Vehicle Showrooms
29. Petrol Pump Dealers
30. Other Small Businessmen

Prospecting DAY 11

Sales and Marketing 26

1. Medical Representatives
2. Banquet Managers
3. Shopkeepers in your Locality
4. Credit Card Salesmen
5. Bank DSAs
6. Mutual Fund Salesmen
7. Post Office Agents
8. Telemarketers
9. Salesmen in Companies
10. Retired Salesmen

Companies

1. Chemical Industries
2. Textile Industries
3. Engineering Industires
4. Software Industries
5. Logistics Companies
6. BPOs
7. SSI Units closed down recently
8. Shoe Companies
9. Other Companies

Prospecting DAY 11

Medical 27

1. Doctors
2. Medicine Distributors
3. Pharmacists
4. Pathologists
5. Radiologists

Educational Institutions

1. Schools
2. Colleges
3. Universities
4. Coaching Centres
5. Libraries
6. Private Management Schools
7. Hotel Management Schools
8. Computer Training Centres
9. Language Training Centres
10. Distance Education Centres
11. Yoga/Meditation Classes

Social Institutions

1. Social Clubs, e.g. Rotary
2. Bengali Association
3. Gujarati Association
4. Maharashtra Mandal
5. Other Linguistic Community

Associations
6. Caste-based Associations
7. Places of Worship

Prospecting DAY 11

Professionals

1. Lawyers
2. Management Consultants
3. Tax & Financial Consultants
4. Professional Associations
5. Engineers
6. Software Engineers
7. Auto Consultants

Miscellaneous Groups

1. Housewives
2. Sportspersons/Artists
3. Recent Migrants
4. SEZs

IMPORTANT: Use these names of your acquaintances for Product presentation or for seeking references.

28

My Preferred List 1 DAY12

This is the 1st list of the most
preferred customers who I will call
and seek an appointment from:

29

My Preferred List 2 DAY12

This is the 2nd list of the most
preferred customers who I will call
and seek an appointment from:

30

Seeking Appointment DAY12

You are seeking an appointment with a New Customer. How will you 1
approach him through tele calling? Write the script in your local language.

31

Seeking Appointment DAY12

You are seeking an appointment with a Referred Customer. How will you 2
approach him through tele calling? Write the script in your local language.

32

Seeking Appointment DAY12

You are seeking an appointment with an Own Acquired Customer. 3
How will you approach him through tele calling? Write the script in your
local language.

33

Call Opening DAY13

You have taken an appointment with a Referred Customer today at 1
5 pm, who is a Primary Teacher. You are now going to meet her/him.
What preparation and care you will take while meeting the customer
and how will you present? Write the script.

34

Call Opening DAY13

You have taken an appointment with an Allotted Irate Customer today 2
at 10 am, who is a Banker. You are now going to meet her/him. What
preparation and care you will take while meeting the customer and how
will you present? Write the script.

35

Need Analysis – LI Script for Retirement DAY13

Name of Customer: Age: 1
Name of Spouse:
Name of Child 1: Age:
Name of Child 2: Age:
Any Other Dependant’s Details: Age:

LIFELINE ...75 yrs
0 yrs...

36

Need Analysis – LI Script for Retirement DAY13

1

Time Amount
Required

37

Need Analysis – LI Script for Child Education DAY14

Name of Customer: Age: 1
Name of Spouse:
Name of Child 1: Age:
Name of Child 2: Age:
Any Other Dependant’s Details: Age:

LIFELINE ...75 yrs
0 yrs...

38

Need Analysis – LI Script for Child Education DAY14

2

Time Amount
Required

39

Need Analysis DAY15
3
SEVEN EXPENSES FACT SHEET
Gap
SEVEN EXPENSES OF LIFE - FACT SHEET

Name: Age/DOB: Address/Ph. No:
Name of Spouse: Age/DOB: Occupation:
Name of 1st Child: Age/DOB: Occupation:
Name of 2nd Child: Age/DOB: Occupation:
Monthly Expense of Family: Monthly Income:

S. No. Major Expenses of an Indian Year of Need Expected Expense Provisions Made

1 Children’s Higher Education

2 Expenses on Marriage

3 Lifestyle Expenses: a) Buying a Car

b) Buying a Home

c) For a Vacation

4 Swabhiman Fund for Wife

5 Retirement Fund

6 Fund for Generosity/Charity

7 Emergency Fund (when Flow of Income stops)

Because of... a) Disease

b) Disability

c) Loss of Occupation

d) Death

Suggestion:

40 Sign of Project Head: Sign of Auth. Representative:
Date/Time: Proposal No.:

Test 3 Tick the Correct Response(s) DAY15

1. Which is/are the Strategic Product(s)? A. COI B. VIPs
C. Politicians D. Bureaucrats
A. Super Endowment
B. Super Money Back 6. Part of Life-stages is/are:
C. Increasing Income Plan
D. Fixed Money Back Plan A. Young Unmarried
B. Recently Married
2. Which Product is an Appropriate C. Married with Young Kids
Child Plan: D. Married with Grown-up Kids

A. Super Endowment 7. Why should one buy Life Insurance?
B. Super Money Back
C. Increasing Income Plan A. Replacing Income for Dependants
D. Fixed Money Back Plan B. Creating an Inheritance for Heirs
C. Creating a Source of Savings
3. A combination of one Term D. Making Significant Charitable Contributions
Plan and a few pure Endowment
Policies, with a certain amount of 8. Which is not a part of 7 Expenses
money paid on surviving a specified of Life?
interval, is:

A. Whole Life Plan B. Money Back Plan A. Lifestyle Expenses B. Fund for Charity
C. Term Plan D. Endowment Plan D. Fund for Donation
C. Swabhiman Fund
for Wife

4. Declared once every year at the 9. Lifestyle Expenses are:
end of Financial Year for all
Participating Policies. This can be A. Buying a Car B. Buying a House
Simple Bonus or Compound Bonus:
C. Vacations D. Bhelpuri on Juhu

A. Reversionary Bonus B. Interim Bonus (International/National) Beach

C. Compounding D. Net bonus

10. LI Script has parts like:

5. People with influence and prestige, A. Seeking Information B. Need Identification
a big circle of relationships, and C. Creating Urgency D. Providing Solutions
have contacts with the class of
people you want to deal with are:

41

Product Selling DAY16

Write the Features, Advantages and Benefits of Super Endowment Plan 1
as you would pitch to a customer. Draw and present.

42

Product Selling DAY16

Write the Features, Advantages and Benefits of Fixed Money Back Plan 2
as you would pitch to a customer. Draw and present.

43

Product Selling DAY16

Write the Features, Advantages and Benefits of Super Money Back Plan 3
as you would pitch to a customer. Draw and present.

44

Product Selling DAY16

Write the Features, Advantages and Benefits of Cancer Protection Plus 4
Plan. How are you planning to pitch it to a customer as a Combo Plan?

45

Objection Handling DAY17
1
“I DO NOT TRUST PRIVATE LIFE INSURERS.” (Write your response)

“I DO NOT HAVE MONEY NOW FOR LIFE INSURANCE.” (Write your response)

46

Objection Handling DAY17
2
“I HAVE ENOUGH LIFE INSURANCE.” (Write your response)

“I HAD A VERY BAD EXPERIENCE WITH YOUR COMPANY.” (Write your response)

47

Service to Orphan Customers DAY18

• What are the common problems of Orphan Customers and how does 1
one handle them?

• What are different types of Orphan Customer buckets? What specific approach
you should have for these distinct buckets?

48